Technical Support Engineer

Bracknell, Berkshire, United Kingdom

Full Time

Mid Level

To set you up for success, this position requires you to have: (Mandatory)

Hands-on experience with OOP
Passion for programming
Technical problem-solving skills
The ability to analyse and interpret codes
Software support experience
Security clearance will be required (if appointed)

Summary:

Due to expansion and growth, we are seeking a Technical Support Engineer (TSE) to support our MES-M product line. As part of our Professional Services Team, you will play a crucial role in delivering key performance metrics for the Professional Services Team.

The Technical Support Engineer will be the face of business for all customers implementing MES-M software. You will have direct impact on customer satisfaction (measured by CSAT and quarterly business reviews), value realization, and contract renewals.

Who are we?

Eyelit Technologies provides a suite of manufacturing management software products including Manufacturing Execution Systems (MES), Manufacturing Operations Management (MOM) and Advanced Planning and Scheduling (APS) through our MES-E, MES-M and APS-O product portfolios. We deliver rapid, tangible improvements to manufacturing KPIs such as asset utilization, production efficiency, labour productivity, product quality, and on-time, in-full delivery.

What you will be doing:

Support and maintain existing software and customer solutions – working to maintain target ticket backlog, issue response and resolution and ultimately customer satisfaction.
Specifying, developing, and testing interfaces to third party systems – enabling efficient and effective on boarding of new customers
Providing first and second line support to customers
Interpret and analyse user requirements
Write innovative, scalable, robust software solutions for our clients
Work closely with project managers, other implementation consultants, and sales and marketing professionals to seek out and identify opportunities for future expansion
Designing, implementing, and debugging database queries to solve real-world problems
Supporting project implementations from initial customer training through to post implementation support phase
Build new screens, dashboards and user interfaces using the MES-M designer
Help drive improvements on the department’s Measurable Objectives
Assist in training of Level 1 team members
Coordinate with Development and QA teams on requests and changes
Ability to work and learn independently

What you bring:

Basic understanding of fundamental programming concepts
Knowledge or relevant experience with an Object-Oriented Programming language such as C# (preferred), Java, Python, etc.
Some understanding of back-end/full stack development
Knowledge of SQL or Oracle databases
Knowledge of Linux (Commands) and Windows OS
The ability to assess and prioritize tasks effectively
2-4 years experience

Cherry on top:

Experience in a manufacturing environment
Experience in change control procedures
Prior application support experience

What We Offer:

Competitive compensation
Learning and Development opportunities
Dynamic company culture
25 days annual leave
Health Insurance for Employee; 100% employer paid
Salary sacrifice schemes
5% employer pension contribution

Hiring Process Simplified :

Phone Screen with Caroline, our HR Partner
1st Interview with Sara, Manager, Technical Support
2nd Technical/Cultural Interview with Phoebe, Technical Support Engineer
Offer

Curious? Here’s a bit more about us:

Eyelit Technologies provides a suite of manufacturing management software products including Manufacturing Execution Systems (MES), Manufacturing Operations Management (MOM) and Advanced Planning and Scheduling (APS) through our Eyelit, MESTEC and Optessa product portfolios. We deliver rapid, tangible improvements to manufacturing KPIs such as asset utilization, production efficiency, labor productivity, product quality, and on-time, in-full delivery.

Join us in our mission - to deliver and support with world-class customer service, easy-to-use, high-quality manufacturing management solutions that increase productivity and worker performance, and the bottom line for our customers. Please visit us at www.eyelit.com for additional information.

Eyelit is committed to promoting a culture of diversity, equity, and inclusion. We believe all employees share the responsibility of upholding our commitment to our values and encourage candidates from a wide range of backgrounds, perspectives, and lived experiences to join us in solving the world’s hardest problems.

Eyelit is committed to making the job application process accessible to everyone. If you are living with a disability (visible or not visible) and need to request reasonable accommodation for any part of the application or hiring process, please let us know how we can help by reaching out to [email protected]

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Are you eligible to work in the UK without sponsorship?*

To ensure optimal team collaboration, we require a two-day in-office presence at our Bracknell office. Are you able to fulfill this requirement?*

To ensure you are eligible for this position, please confirm your willingness and eligibility to undergo a UK security clearance process. This is a standard requirement for this role.*

Have you lived in the UK for the past 3 years? (for security clearance purposes)*

Have you spent any extended period of time (more than 6 months) outside the UK in the past 3 years? (relevant for establishing residency for security clearance)*

Given the specific requirements of this role, we're looking for candidates with at least 2 years of experience in providing technical support in a fast-paced environment. Do you meet this requirement?*

We are seeking candidates with 2+ years of experience in SQL, C,C++,C#, and Java. Please list your experience level with each of these languages.*

To ensure we're aligned, could you please share your salary expectations for this role?*

We're eager to bring someone on board as we are growing; what is your earliest start date?*

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